AI Operations Team Lead

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.

Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.

Join us to drive positive, lasting change that moves missions and the government forward!

In this role, you will be responsible for overseeing a small IT AI Operations team. This team will monitor and improve AI capabilities supporting the AFS Service Desk. You will be responsible for creating and enhancing operational processes in addition to developing a deep understanding of our corporate knowledge repository which is the foundation of our AI tooling for the Service Desk. As the leader of a small team, you will coordinate daily activities, set priorities, and ensure that operational goals are met while collaborating with a broader operational group. Your ability to work independently and drive projects to completion will be essential as you navigate the evolving landscape of AI technologies.

Exposure to tools and methodologies such as project management, process improvement, and IT service management platforms will be highly beneficial in this position. Familiarity with AI deployment frameworks including ServiceNow, Virtual Agent, Voice AI, workflow automation tools, and performance monitoring will also enhance your effectiveness. Experience in leading small teams, managing cross-functional projects, and implementing process improvements will help you excel. A passion for continuous learning, adaptability to technological advancements, and a proactive approach to problem-solving will set you apart as you support and advance AFS’s AI initiatives.

The Work:

• Create and enhance reporting and dashboards related to AI Service Desk capabilities such that they are actionable and provide opportunities for improvement
• Create and manage operational processes for AI Service Desk capabilities based on outputs of dashboards and reporting.
• See through enhancement opportunities of AI solution from design to implementation by working with other teams or completing the work within this team
• Work closely with technical teams implementing new Service Desk capabilities to stay on top of technical advancements
• Work closely with functional teams to develop a deep understanding of the support areas which are served by the AI solutions being monitored
• Adopt continuous improvement mindset to make regular small tweaks
• Lead and mentor a small team (1 direct report) while collaborating with a larger operational group
• Drive projects and activities independently from initiation through to completion
• Apply critical thinking and process excellence to optimize and improve operational workflows
• Stay curious and continuously learn about new AI technologies and AFS deployments
• Adapt quickly to changes in technology and operational requirements.
• Ensure effective project management and timely delivery of operational support for AI initiatives
• Maintain general awareness of AI trends and AFS-specific AI solutions
• Escalate issues appropriately to leadership

What you need:

• Strong critical thinking and process optimization
• Experience creating, managing, monitoring and enhancing reporting and dashboards. This could include in Service Now, Claude Code, or other tools.
• Intermediate or advanced skills in Microsoft Excel
• Experience analyzing large data sets
• Ability to collaborate with leadership and other teams
• Experience leading and mentoring a small team
• Familiarity with project management methodologies
• Ability to get work done even if it’s in small incremental steps focused
• Mindset for continuous improvement
• Work independently
• Problem‑solving mindset & Adaptable

Bonus if you have:

• Exposure to process improvement methodology (e.g., Lean, Six Sigma)
• Experience with IT service management platforms such as ServiceNow
• Understanding of AI deployment components including:
  • Virtual Agent
  • Voice AI
  • Workflow automation tools
  • Performance monitoring solutions

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia . The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia is:

$81,000—$154,700 USD

What We Believe

As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement.

Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affirmative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.

Requesting An Accommodation

Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

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